Company Newsletter | March 2014 All ResourcesNews and Press Company Newsletter | March 2014 This month we begin a two part series on Return on Investment for service and support. In part 1, we define how value is created in IT service and support.…Jeffrey RumburgMarch 20, 2014
Achieving Customer Enthusiasm | A Simple Model for KPI Excellence All ResourcesDesktop SupportMemberService Desk Achieving Customer Enthusiasm | A Simple Model for KPI Excellence Download This Article Forward To A Friend Customer satisfaction is a losing proposition. Satisfied customers are not loyal customers. They are not necessarily customers that want to do business…Angela IrizarryMarch 13, 2014
Recap of Best Practices in Desktop Support All ResourcesNews and Press Recap of Best Practices in Desktop Support Best Practices in Desktop Support was delivered March 11, 2014 to a live audience! Jeff Rumburg, Managing Partner at MetricNet, shared key success factors from the industry’s top performing Desktop…Jeffrey RumburgMarch 13, 2014
Company Newsletter | February 2014 All ResourcesNews and Press Company Newsletter | February 2014 The ratio of agents to total headcount is an indirect measure of managerial efficiency in service and support. When a support organization experiences costs that are higher than the industry average,…Jeffrey RumburgFebruary 26, 2014
Early Access to Exclusive HDI 2014 Content! All ResourcesNews and Press Early Access to Exclusive HDI 2014 Content! Each month MetricNet highlights one Key Performance Indicator for the Service Desk or Desktop Support. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations…Jeffrey RumburgFebruary 19, 2014
Recap of Unleashing The Enormous Power of Service Desk KPIs All ResourcesNews and Press Recap of Unleashing The Enormous Power of Service Desk KPIs Unleashing the Enormous Power of Service Desk KPIs was delivered February 11, 2014 to a record audience! Jeff Rumburg, Managing Partner at MetricNet, provided a comprehensive overview of best practices…Jeffrey RumburgFebruary 13, 2014
Ratio of Agents to Total Headcount All ResourcesDesktop SupportMemberMetric of the MonthService Desk Ratio of Agents to Total Headcount Download This Article Forward To A Friend There are a number of ways to measure the efficiency of a service desk or desktop support group. Metrics such as cost…Jeffrey RumburgFebruary 13, 2014
Free Training Webcast | Unleashing the Enormous Power of Service Desk KPI’s! All ResourcesNews and Press Free Training Webcast | Unleashing the Enormous Power of Service Desk KPI’s! 69% of customers said they were on hold for too long when seeking help from a company. - Harris Interactive, Customer Experience Impact Report So how long is too long?…Jeffrey RumburgFebruary 4, 2014
